Greenhouse Gas Emissions

In FY2020, the following initiatives were implemented to enhance customer experience: 1.Introduced Vessel Compatibility Assurance Screening and Approval; a digitalised application for vessel compatibility, assurance screening, and approval processes. (see below case study for more details) 2.Implemented a Customer Relationship Management system, and improved customer order management process efficiency by more than 20% through automation of billing processes for Storage & Reload and other ancillary services. 3.Closely tracked ship captains’ experience levels and feedback for all vessels using the SLNG Terminal, including feedback on safety, security, reliability, and efficiency. 4.Conducted compatibility process surveys with ship operators. 5.Introduced and implemented the eCOQQ (Certificate of Quality and Quantity) documentation process. 6.Constructed a temporary shelter at the Truck Loading Bay to make truck loading operations available during lightning alerts. 7.Performed study to minimise truck loading planned maintenance downtime; aimed at improving flow meter calibration 8. Streamlined order-to-cash process for LNG trucking

Case Study - Improving Vessel Compatibility Processes

We introduced Vessel Compatibility Assurance Screening and Approval (VCASA), which is a digitalised application for vessel compatibility, assurance screening, and approval processes. It brought about greater efficiency in the approval process, data capturing, and provided a single platform for SLNG and customers to request, track, update, and view any vessel’s compatibility approval status.

Ships visiting SLNG’s Terminal for the first time, or after three years since last approval must undergo the Ship-Shore Compatibility Study (SSCS), which is needed to assess the technical acceptance of the ships with our jetties. Previously, ship operators had to manually fill the SSCS forms and email them to the Marine Operations team for review and approval; and follow up with the team for clarifications. The VCASA project was launched in March 2021 to streamline this process.

With the VCASA web application, ship operators can now fill up the request forms and submit the required documents and ship information via the portal, and the Marine Operations team can review the applications, communicate with the applicants, and approve ship compatibility directly in the portal. There is also a dashboard where the Marine Operations team and ship operators can easily monitor and track the VCASA requests and approvals, document expiry dates, ship information, and portfolios of ship owners for better visibility and analytics purposes.

The VCASA web application has improved the efficiency of the ship vetting application process. This automation has helped to reduce human error, and improve communications between the ship operators and SLNG. Not only has it created better value for our customers, it has also saved an estimated $26,000 worth of man-hours annually.

Future Targets

As a result of our initiatives, we had zero instances where jetty and truck loading operations were unavailable in FY2020. Going forward, we aim for

At least a one-point improvement in the Stakeholder Engagement Survey in FY2021 as compared to the

Stakeholder Engagement Survey done in 2019;

Zero service unavailability by FY2023, and

Zero customer complaints by FY2024.